Lead analyst projecting and monitoring profitability impacts of COVID-19 pandemic including macroeconomic trends such as the exponential rise in used car prices, part prices, and auto repair labor. Enabled business to better understand profit position and make key business decisions during uncertainty of COVID-19 pandemic compounded by new customer segmentation and growth strategies. Lead architect of a combined ratio (CR) forecast tool for $15B of premium for Personal Lines Auto and Home.

Engineered a capacity model that optimizes a workforce of 1.2k across 7 operations against customer demand, driving strong service levels and effective catastrophe mitigation planning. Enabled operations to staff to customer demand through strategic changes, while meeting operational and financial targets.

Lead analyst responsible for weekly capacity management strategy for 24/7 call center with 1.2k agents. Responsible for optimizing 40k+ schedule hours to balance customer and employee needs.

Evaluation, negotiation, and settlement of bodily injury claims for equitable value; responsible for approx. $1,000,000 in BI reserve exposures.